Loyalty Index

"Loyalty Index" is a customer survey scoring system that measures customer satisfaction and loyalty.

This system is similar to the Top Box scoring, but instead of just considering the percentage of how often customers enter the highest score, this system considers how often a customer enters either one of the two highest scores.

The rationale of “Loyalty Index” scoring is that loyal customers need to be very satisfied, but since some customers are reluctant to give the highest score, either of the top two scores should indicate loyalty. This methodology is easily combined with other scoring systems and does have an application within the important field of Customer Service Management.

There are many books and articles related to the subject of Loyalty Index Customer Survey Scoring System.

Often Loyalty Index scoring is used in conjunction with other important Customer Survey Scoring systems such as Net Promoter Score (NPS), Top Box or many other scoring systems.